[rt-users] A ticket's life through multiple queues

[Giuseppe Sollazzo]

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Hi everyone,
I have a little "philosophical" doubt about RT, so to say.

In my institutions, we have several groups, most of which have their own
queue set. They mostly work on their queues, but occasionally need to
transfer the ticket under another queue. In some cases, a ticket need to
pass through 3-4 queues.

My questions...

Is this a common scenario?
How do other institutions deal with this kind of issues?
For statistical purposes, do you assign the ticket to a given queue
before closing it?

Thanks,
Giuseppe

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____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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